BMCHelixRemedyforceCreateServiceRequest

This script is used to simplify the process of creating a service request in BMC Helix Remedyforce. The script will consider ID over the name of the argument when both are provided. Example: client_id is considered when both client_id and client_user_name are provided.

Script Data


NameDescription
Script Typepython3
Tagsbmcremedyforce
Demisto Version5.0.0

Dependencies


This script uses the following commands and scripts.

  • bmc-remedy-category-details-get
  • bmc-remedy-account-details-get
  • bmc-remedy-user-details-get
  • bmc-remedy-service-request-create
  • bmc-remedy-service-request-definition-get
  • bmc-remedy-urgency-details-get
  • bmc-remedy-status-details-get
  • bmc-remedy-queue-details-get
  • bmc-remedy-impact-details-get

Inputs


Argument NameDescription
client_user_nameUser name of the client. Get the username using the 'bmc-remedy-user-details-get' command.
client_idThe unique ID of the client. It helps to select a client for a particular service request. Get the client ID from the email using the 'bmc-remedy-user-details-get' command.
categoryClassifies the service request using standard classifications to track the reporting purposes. Get the category name using the 'bmc-remedy-category-details-get' command.
category_idThe unique ID of the category. Categories allow users to classify the incident or service request using standard classifications to track the reporting purposes. Get the category ID using the 'bmc-remedy-category-details-get' command.
queueName of the queue owner. Get the queue name using the 'bmc-remedy-queue-details-get' command.
queue_idThe unique ID of the queue owner. Get the queue ID using the 'bmc-remedy-queue-details-get' command.
staff_user_nameThe user name of the staff. Get the username using the 'bmc-remedy-user-details-get' command.
staff_idThe unique ID of the staff to whom the user wants to assign the record. Get the staff ID from the staff details using the 'bmc-remedy-user-details-get' command.
statusDisplays the progress of the service request through its stages from opening to closure. Get the status name using the 'bmc-remedy-status-details-get' command.
status_idThe unique ID of the status that is used to display the progress of the service request through its stages from opening to closure. Users can get the status ID using the'bmc-remedy-status-details-get' command.
urgencyDetermines the priority of the service request. Get the urgency name using the 'bmc-remedy-urgency-details-get' command.
urgency_idThe unique ID of the urgency which is used to determine the priority of the service request. Get the urgency ID using the 'bmc-remedy-urgency-details-get' command.
service_request_definitionThe Service Request Definition Name. Get the Service Request Definition name using the 'bmc-remedy-service-request-definition-get' command.
service_request_definition_idThe unique ID of the Service Request Definition. Get the Service Request Definition ID using the 'bmc-remedy-service-request-definition-get' command.
service_request_definition_paramsEach service request definition expects specific parameters to be supplied. Specify the parameters as a delimiter (;) separated string. Example: 'param1=value1; param2=value2'.
impactDetermine the priority of the service request. Users can get the impact name using the 'bmc-remedy-impact-details-get' command.
impact_idThe unique ID of the impact which is used to determine the priority of the service request. Get the impact ID using the 'bmc-remedy-impact-details-get' command.
accountName of the account. Get the account name using the 'bmc-remedy-account-details-get' command.
account_idThe account ID of the specific account. Get the account ID using the 'bmc-remedy-account-details-get' command.

Outputs


PathDescriptionType
BmcRemedyforce.ServiceRequest.NumberService request number.String
BmcRemedyforce.ServiceRequest.IdService request Id.String
BmcRemedyforce.ServiceRequest.CreatedDateCreation date & time of service request.String

Script Example

!BMCHelixRemedyforceCreateServiceRequest service_request_definition_id="a3H2w000000TfAPEA0" using="BMCHelixRemedyforce_instance_jhanvi_acc"

Context Example

{
"BmcRemedyforce": {
"ServiceRequest": {
"CreatedDate": "2020-08-01T08:08:16Z",
"Id": "a2U2w000000cRmvEAE",
"Number": "00000154"
}
}
}

Human Readable Output

The service request 00000154 is successfully created.